Customer Service Rep (Eligibility Specialist) ONSITE - Maximus Services, LLC

The Eligibility Specialist is responsible for gathering information related to applications and changed for various public assistance programs in the State eligibility system ensuring that client service issues are resolved in a timely manner and in accordance with FSSA policies and procedures. Additionally, the Eligibility Specialist is responsible for handling inbound calls from Medicaid, SNAP, and TANF applicants, recipients, and other members of the community.

Location and Training:

• Location : Onsite - Fort Wayne, IN
• Work Hours : 8-4:30 M-F local time
• Training length : 9 weeks followed by a nesting period, generally 1 month
• Training Attendance : Attendance is mandatory for the full 9 weeks.
• Class Start: 1/3/24

Job Summary

Essential Duties and Responsibilities:
- Maintain an understanding of the Enrollment and Eligibility processes and policies.
- Maintain updated knowledge of project and corporate policies and procedures as referenced in the employee manual and other desk procedures for the position.
- Research case identity from account records and link documents to account records.
- Verify information from scanned images is entered correctly and make necessary changes.
- Accurately data enter all appropriate information in a timely manner.
- Determine best path for document problem resolution and escalate to the Research team when necessary.
- Identify risk and escalate to management. Route technical issues to management.
- Research consumer information by utilizing multiple computer programs.
- Generate follow up correspondence to consumers regarding missing or incomplete information.
- Maintain accurate and timely case notes on all consumer contacts and document activities.
- Work with consumers on a regular basis to maintain program services and eligibility.

Minimum Requirements:
- High School diplomaor equivalent with 0 - 2 years of experience.

Education and Experience Requirements

• Applies eligibility rules and regulations when evaluating information submitted by customers in support of initial or continuing eligibility determination.
• Checks various system interfaces and exchanges to verify Customer information.
• Assist in answering all in-coming phone calls from customers.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems.
• Contacts customers to clarify eligibility information if necessary.
• Displays excellent communication skills, and an understanding of human behavior to establish an atmosphere in which all contacts are positive.
• May educate customers on basic program services and eligibility requirements.
• Meet Quality Assurance (QA) and other key performance metrics.
• Maintains updated knowledge of project and corporate policies and procedures.
• Verifying data, reviewing case information, and preparing it for case disposition by the State Eligibility Consultant.
• Reprocesses applications, including case repair, and missing information responses in an accurate and timely manner.
• Ability to identify risk by escalating to management and routing technical issues to the appropriate staff.
• Meets all performance requirements associated with eligibility processes.

Minimum Required Education :

High school diploma, GED, certification, or equivalent experience required.

Background & Experience Required :

• Experience with social services preferred; Indiana Eligibility experience strongly preferred.
• Strong critical thinking and problem-solving skills.
• Works on assignments that are moderately difficult, requiring judgement in resolving issues.
• Understands implications or work and makes recommendations for solutions.
• Accurate data entry skills and the ability to type at least 40 keystrokes/minute.
• Strong interpersonal skills.
• Ability to build positive relationships among customer and state eligibility consultants.
• Attention to detail; excellent organizational, interpersonal, verbal, and written communication skills.
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently.
• Must be able to remain in a stationary position for an extended period of time.
• Work is constantly performed in an office environment.

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MAXIMUS Introduction

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

EEO Statement

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Posted Max

USD $18.00/Hr.

Posted Min

USD $18.00/Hr.